Overview
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Discover how to use empathy to help facilitate positive and memorable customer interactions that leave customers feeling heard, understood, and supported.
Syllabus
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Introduction
- Customers remember how you make them feel
- Why empathy in customer service is a big deal
- Three keys to empathy in customer service
- If genuine empathy is hard for you, try this
- Would you say that to your grandmother?
- The empathy challenge
- Empathy can be effective in diffusing anger
- Use empathy to your advantage in customer support
- Start, stop, and continue exercise
